Sr Associate, Client Tech Support Engineering

Overview

Manage production support activities for mission-critical client-facing banking applications, resolve complex incidents, and collaborate with stakeholders to maintain application stability and client satisfaction.

What you'll do

• Execute complex support activities and technical administration tasks.
• Validate application and database performance following releases and maintenance windows.
• Support critical banking applications while ensuring SLA compliance.
• Analyze application behavior and system performance.
• Troubleshoot and resolve moderate to complex production issues.
• Conduct impact assessments and identify root causes.
• Coordinate with development, infrastructure, and database teams during critical incidents.
• Drive issue resolution through closure.
• Identify recurring issues and recommend preventive actions.
• Analyze trends and contribute to operational improvements.
• Create and maintain support documentation and troubleshooting guides.
• Assess incident impact in the context of client-facing banking applications and financial services operations.
• Participate in on-call rotations, major incident support, and critical production events outside regular business hours, as required.

What you'll need

• Strong SQL and PL/SQL skills.
• Experience debugging packages, procedures, functions, triggers, and views.
• Understanding of indexing, constraints, exception handling, and cursors.
• Hands-on experience supporting .NET applications.
• Knowledge of C#, Angular, REST services, WCF/WPF, and Oracle databases.
• Experience troubleshooting application logs and integration issues.
• Ability to work independently.
• Customer-focused mindset.
• Excellent verbal and written communication skills with the ability to engage effectively with clients, stakeholders, and cross-functional teams.
• Proven experience discussing product functionality, technical concepts, and system behaviour with clients in a clear and professional manner.
• Strong troubleshooting and problem-solving background, with a demonstrated track record of analysing technical issues and guiding clients through resolution.
• Ability to operate effectively in a 24x7 production support environment supporting mission-critical applications.

Nice to have

• Experience or strong working knowledge of banking, payments, financial services, fintech, or transaction-processing environments preferred.
• Understanding of production support controls, SLA sensitivity, client impact, and operational risk in banking technology environments.

Details

• Location: Pune, India.
• Willingness to work in rotational shifts based on business and client coverage requirements.
• Ability to support late-evening, overnight, and early-morning shifts as required.
• Flexibility to support US-aligned business hours, swing-shift coverage, and bridge coverage between global support locations.